Durgesh Gupta
Summary
Highly motivated and Detail-oriented Project Coordinator with a master's degree in business administration and over Thirteen years of industry experience in Project Management Office (PMO) Duties, Operations (L1, L2 Support), Application Support, Metrics & Reporting, Back Office & BPO Operations. Highly skilled in leading team members, managing schedules and coordinating resources. Keeps projects on-track with decisive supervision and quick problem-solving, passionate about helping project managers execute tasks with excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
PMO Coordinator
NTT DATA Information Processing Services
Rodan & Fields
01.2024 - Current
- Developed and maintained project management processes and procedures.
- Created, tracked and reported on project plans, risks and issues.
- Conducted regular reviews with stakeholders to ensure that projects remain within scope, budget and timeline constraints.
- Coordinated resource allocation for multiple projects.
- Monitored progress of projects against established timelines and deliverables.
- Provided administrative support for PMO operations including scheduling meetings, preparing reports and responding to inquiries.
- Maintained a repository of documents related to project management activities.
- Prepared presentations summarizing key findings from various PMO initiatives.
- Ensured compliance with organizational policies related to project management activities.
- Assessed customer feedback on completed projects to determine areas of improvement.
- Generated periodic status reports detailing progress made on active projects.
- Tracked and communicated project status, issues, risks and decisions to senior management.
- Established initial project budgets and regularly tracked actual costs to projected costs.
- Identified appropriate resource needs and developed on-site work schedules to facilitate timely completion of projects.
- Managed creation of disaster recovery plans for business continuation.
- Identified project needs by reviewing project objectives and schedules.
- Submitted budget estimates, progress reports and cost tracking reports.
- Managed communication channels between various teams involved in the execution of complex projects.
L1 Support Engineer & Metrics Analyst
NTT DATA Information Processing Services
ShopperTrak Tyco Retail Solution
12.2018 - 06.2020
- Provided technical assistance to customers in auditing footfall data, security devices, troubleshooting of cameras and pedestal.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Responded promptly to customer queries through emails or phone calls regarding technical support issues.
- Followed up with customers after resolving their queries or providing technical assistance.
- Established and oversaw team of 32 support specialists delivering assistance to customers in global environment.
L2 Product Support Engineer
NTT DATA Information Processing Services
02.2018 - 12.2018
- Provided technical support to customers on product related inquiries and issues.
- Resolved customer reported incidents in a timely manner, while ensuring customer satisfaction.
- Performed root cause analysis to identify the source of problems encountered by customers.
- Reported bugs or defects found in software applications to development teams for resolution.
- Ensured compliance with service level agreements for customer support services.
- Monitored ticket queues and assigned tickets appropriately based on priority levels.
- Provided guidance and assistance to junior staff members on technical matters.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Metrics Analyst
NTT DATA Information Processing Services
03.2017 - 01.2018
- Process all the required documentation required during on-boarding of resources
- Take care of all the formalities during release of resource from the project
- Apprises senior management of project status, issues and concerns, Actively pursues issue resolution, and communicates project status/issues to business stakeholders and operational management, Acts as the key liaison across all functional areas, including business units, information technology and outside vendors, Identify and assist in the development of training requirements for the delivery of all system projects to include 'train the trainer' requirements and the necessary training materials, Provide the necessary supporting documentation for the Business Operations areas to match the CMMi & ISO standards for the organization.
Assistant Team Leader (Customer Care)
NTTD Info Pro Ser Pvt. Ltd.
- Handling overall backed operations of Travel & service hospitality process with financial activity
- Handling Payment Collection & Invoicing
- Coordination with client & US corporate for customer queries & complaints
- Solving the issues regarding Billing, Payment, Funding & Commissions
- Maintaining quality according to quality parameters
- To ensure that responses provided to the customers are within the time frame with best quality.
Education
MBA - Marketing & Operations
NIBM, NIBM
01.2006
Skills
- Project Coordination
- Problem-solving skills
- Change management skills
- Organizational skills
- Time management
- Logistics Management
- Invoice Verification
- Team Management
- Communication skills
- Customer Meeting Organization
- Customer Complaint Resolution
- Vendor Relationship Management
Certification
- ITIL® V4 Foundation
- Insurance Foundation Certificate Examination (IFCE)
- Healthcare Foundation Pragram
- Financial Management Service Foundation (FMSF)
- Quality Management System (QMS) - Level 1
- .NET Fundamentals
- Networking Technical Tower Program
- TIBCO - Level 1
- Nextiva 6.0 Video Management Software (VMS)
Languages
Hindi
First Language
English
Advanced (C1)
C1
Accomplishments
Outstanding Contribution Award – Towards Growth of Organization. NTT DATA Services
Exemplary Performance Award – Towards Teamwork, NTT DATA Services
References
References available upon request.
Timeline
PMO Coordinator
NTT DATA Information Processing Services
01.2024 - Current
L1 Support Engineer & Metrics Analyst
NTT DATA Information Processing Services
12.2018 - 06.2020
L2 Product Support Engineer
NTT DATA Information Processing Services
02.2018 - 12.2018
Metrics Analyst
NTT DATA Information Processing Services
03.2017 - 01.2018
Assistant Team Leader (Customer Care)
NTTD Info Pro Ser Pvt. Ltd.
MBA - Marketing & Operations
NIBM, NIBM
- ITIL® V4 Foundation
- Insurance Foundation Certificate Examination (IFCE)
- Healthcare Foundation Pragram
- Financial Management Service Foundation (FMSF)
- Quality Management System (QMS) - Level 1
- .NET Fundamentals
- Networking Technical Tower Program
- TIBCO - Level 1
- Nextiva 6.0 Video Management Software (VMS)
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